The hospitality industry operates at the nexus of service and environment, making it uniquely vulnerable to the escalating frequency and intensity of natural disasters. Recent events in North Carolina, Texas and New Mexico serve as stark reminders of this reality, highlighting the devastating impact such catastrophes can inflict on communities and the critical tourism sector.
Flash floods in Texas have tragically claimed more than 100 lives, with more than 160 individuals still unaccounted for, particularly in the popular tourist destination of the Hill Country. Similarly, the mountain village of Ruidoso, NM, a beloved summer retreat, endured flash flooding that resulted in three fatalities and damaged at least 200 homes, a figure expected to rise significantly upon further assessment.
Be prepared
As early forecasts begin tracking severe storms, a reputable and reliable restoration company should pre-position equipment and personnel in strategic locations, including staging generators, drying units and demolition tools near the projected path. Teams should be briefed, client properties prioritized and communications launched well before landfall.
When access restrictions are lifted, initial work should begin with debris clearing and emergency board-ups to stabilize high-risk structures. Swift action is crucial to prevent secondary losses like mold growth, electrical hazards or interior collapse. Simultaneously, coordination with insurance carriers should commence to delineate damages from each storm event, ensuring claims accuracy and speeding up approvals for mitigation.
In the face of increasing environmental volatility, the hospitality industry must shift its paradigm from reactive crisis management to proactive readiness. For those without a disaster plan or a trusted contractor relationship, every hour of delay added thousands of dollars in avoidable damage… For those who partner with a mitigation and restorations firm before an event, recovery doesn’t start in the days after, it starts the moment the radar shifts. This is the difference between managing risk and reacting to it. A well-developed emergency plan empowers businesses to respond swiftly, thereby minimizing the impact of an emergency, saving crucial time and money, and potentially preserving lives. Effective emergency management starts with an effective preparedness plan.
A robust hotel disaster preparedness plan is not a luxury but a fundamental business advantage.
Key elements of a comprehensive hotel disaster preparedness plan:
- Perform an annual review of your insurance policy and know what is insured.
- Do you have adequate insurance coverage, FF&E, business interruption, law & ordinance?
- Get to know your insurance broker, their carrier’s adjusters and their first responders by name and check in every few months.
- Do you have a disaster plan in place with your hotel staff? This should include evacuation plans and strategies for implementation.
- Keep a copy of your policy both at the hotel, on your phone and at home, do not rely on your agent or broker to provide it at a time of need.
- Know the room types and how many of each, how many kings, queens, double queens etc…. have a detailed list of FF&E for every room, down to the alarm clocks on the nightstands. This will be critical in negotiating the loss with the adjuster. An answer of “I think we had this” will not be covered.
- Making sure heat is on and at a reasonable level in unoccupied rooms during cold spells or “Polar Vortex events.”
- Make an annual video of rooms, this will be vital for FF&E recovery.
- Be sure there are no hazards, blocked corridors or exits when storms are approaching. Secure all exterior tables, chairs, trash cans and all pool-related items.
- Assessing the property for weather risks and vulnerabilities
- Have a Master Service Agreement or Emergency Response Plan in place with a restoration company which includes number of keys, square footage and necessary equipment needs if disaster strikes.
- Contact the contractor you have the MSA with, at a minimum annually, to review the expectations and equipment requirements, and if applicable, pricing changes as well.
- Have a plan for displaced occupants and their belongings that may get damaged.
- Keep a list of specific requirements of building materials for specific hotel brands that may be required.
- Ensure your MSA provider is not overcommitted with other clients’ properties in your area.
- As named storms tracking begins to materialize that may affect your locations, start the dialogue with your MSA provider and gain their capacity.
- Have your Plan B ready: Execute back-up MSAs.
Know the risk. Plan accordingly.
For those without a disaster plan or a trusted contractor relationship, every hour of delay adds thousands of dollars in avoidable damage. Clients are displaced. Operations are halted. Insurance processes are stalled. And worst of all, buildings that were worth restoring may be lost.
For those who partner with a reliable restoration company, prior to storms, recovery shouldn’t start in the days after, it should begin the moment the radar shifts. This is the difference between managing risk and reacting to it.
Mike Bellusci is VP, operations with Jenkins Restoration, a restoration firm specializing in fire, water and storm damage restoration.
This is a contributed piece to Hotel Business, authored by an industry professional. The thoughts expressed are the perspective of the bylined individual.